U

Visitor

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1 Message

Sun, Aug 15, 2021 4:37 AM

Internet outages everyday

I keep having internet outages everyday! This is beyond ridiculous. I work from home and this is so frustrating. When you call and try to speak to someone live it's almost impossible. Xfinity please do better...this is horrible service.

BruceW

Gold Problem Solver

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22.9K Messages

2 m ago

Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible for testing. That would allow you to determine whether the problem is the Wifi signal or the link between your modem or gateway and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections or damaged coax cable, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway:

  • model number
  • downstream power levels and SNR
  • upstream power levels
  • event log (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and prevents the event log from posting).

If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Official Employee

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87 Messages

2 m ago

Hi, @user_23d60a. Sorry you were able to speak with anyone when calling in. Thank you for posting and sharing your experience. I work from home also and rely on a active internet connection, so I know how frustrating this can be for you. I want you to know that I understand how important it is to have this resolved as soon as possible, and want to review your account for signal or noise issues, and issues at your node that would be causing these outages. If necessary, my team and I can work with your local techs to help coordinate a fix. 

 

Can you please click the Direct Messaging chat icon in the top right corner of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat? Please include your first and last name and full address so we can further assist you.

EG

Expert

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89.7K Messages

2 m ago

@user_23d60a Please also post the requested info here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.


@user_23d60a @XfinityChe1 Please post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

(edited)

Visitor

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1 Message

1 m ago

Been having this issue on and off since Saturday. I work from home too and it's getting very tiresome!

EG

Expert

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89.7K Messages

@docsnurse

Please create a new topic of your own here on this board detailing your issue. Thanks.  

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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